Thematic

APRIL 21, 2025

Customer success notes and QBRs: B2B relationships usually include regular check-ins (e.g., quarterly business reviews) and strategy meetings (sometimes even customer focus groups). These voice-of-customer (VoC) sessions​ capture candid feedback from day-to-day users and executive sponsors.

B2B 62

B2B Customer Insights Engagement How To 62

Thematic

OCTOBER 8, 2024

Yet 68% of businesses reported their customers were “very satisfied” This just proves that many companies don’t really know their customers as well as they think they do. A solid Voice of Customer program helps you listen to your customers and take their opinions into account in your business decisions.

Analytics 62

Analytics Tools Feedback Handbook 62

Thematic

APRIL 21, 2025

In short, meet customers where they are and gather feedback from every relevant source (calls, emails, live chat, social media, and so on)​ In the case of Watercare, they discovered that only 15% of their customers proactively provided feedback. These are gold nuggets you don’t want to miss.

Feedback 62

Feedback Customer Service Effort Score Net Promoter Score 62

Thematic

MARCH 18, 2025

The Voice of Customer , their thoughts, their needs, their wants—these are things you can’t afford to ignore. Besides, customers expect businesses to use their feedback effectively—and they can tell when a company isn’t keeping up. Why Should You Invest in One?

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

OpinionLab

JULY 15, 2016

OpinionLab customer Nordstrom (who was featured in Sam’s presentation) demonstrates the ideal of how engaged, empowered employees contribute to CX: Nordstrom’s employee handbook is only one page long, and that page states simply, “Use good judgment in all situations”.

Handbook 60

Handbook Conference Customer Centricity Culture 60

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Lynn is a top author on CustomerThink.com where she is one of five Hall of Fame award recipients.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Lynn is a top author on CustomerThink.com where she is one of five Hall of Fame award recipients.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

She is now Chief Customer Officer at ClearAction Continuum. She is also a recognized Training Provider for the CCXP Exam, Author of 6 benchmarking studies and 3 handbooks, Professor at UC Santa Cruz Silicon Valley Extension, and serves on the CXPA Board of Directors. She led CX company-wide for 11 years at Applied Materials.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Thematic

MAY 20, 2025

Voice of customer insights are only as powerful as the people equipped to act on them. A robust voice of the customer training program can bridge this gap. A solid voice of customer strategy connects those skills with the tools that support action at every level.

Training 62

Training Customer Journeys Leadership Handbook 62

Thematic

MAY 28, 2025

That success story shows again how sentiment analysis can be used to improve customer experience at the precise moment revenue is on the line. What's inside: Easy-to-follow VoC strategies Tips for analyzing feedback Plus: Bonus VoC checklist Download your free copy today!

Analysis 62

Analysis Customer Experience Handbook NPS 62

Thematic

MAY 28, 2025

For example, 100 customers might each use different words to complain about slow service; a purely automated approach might not flag a single repeated word, but thematic analysis will reveal “slow service” as a common theme in their complaints.

Analysis 62

Analysis Customer Insights Feedback Groups 62

Answer Dash

APRIL 16, 2019

In ClearAction’s five-year global study of business-to-business customer experience management practices, coordination among managers of various customer experience efforts was correlated with business growth. Imagine the impact this has on customers, especially when programs are managed separately for each solution the customer buys.

Customer Experience 76

Customer Experience Customer Journeys Financial Handbook 76